The construction industry faces a distinct challenge when it comes to customer service. Few other businesses have the customer standing right in front of them while the product in question is being assembled. Yet that’s the case in construction, where many owners pay regular site visits to monitor — and sometimes micromanage — the building process.

For this reason, it can benefit contractors to pay close attention to customer service and, if necessary, think creatively for ways to avoid costly conflicts. One approach to consider is “Six Sigma” for construction management — a disciplined, data-driven methodology for improving any business process, but particularly useful in improving customer service.

Businesses that undertake a Six Sigma program generally must choose from two primary methodologies. For improving an existing business process, you’ll navigate “DMAIC,” an acronym for define, measure, analyze, implement and control. For creating a new product or process, you’ll deal with “DMADV,” an acronym for define, measure, analyze, design and verify.